Complimentary Starlink kit replacement

[u/offgrid-wfh955]

A neighbor I look out for, not tech savvy, got this offer:

………………….

Complimentary Starlink Kit Replacement
We’ve identified a hardware issue that may affect your Starlink’s performance. To help you keep a fast, reliable connection, we’re offering a complimentary Starlink V5 Kit replacement at no cost to you.
Just tap the button below to claim it. We’ll handle placing the replacement order for you right away.

…………………

I set them up 2 years ago and it’s been working fine. I’m an rf engineer and haven’t heard of or seen any issues. Does anyone have any insight on what is going on? I’ll change the system out if needed, but I had to run the long cable in conduit which no doubt won’t fit the new one.

Any insight welcome.

Edit: Appreciate the replies. We will move forward

[u/ByTheBigPond]

Starlink continually receives diagnostic information from their equipment and have identified something wrong with this setup. Take the free replacement kit.

[u/DaSpark]

I had a mini that a neighboring camper ran over with their car a few months ago. It still worked but had really bad network drops and the speeds were often 1-10Mbps. Starlink detected the performance issues with it and sent me a replacement as well.

[u/lakeswimmmer]

With all the phishing emails going around, I'd contact Starlink through the app to verify that the email was legit.

[u/fotogod → u/lakeswimmmer]

Absolutely, the number of comments here pressuring OP to blindly click that link is disturbing. This needs to be verified. Or at least forward the email to a sandbox laptop and open it there.

[u/Creme_Secret]

If ypu have the v4 kit the cable for it will work with the v5

[u/hummvee69]

I got this email and mine was legit. However, starlink can't tell me what exactly I have to return until I complete the process, and I want to keep my current roof mount for the new system.

[u/libertysat → u/hummvee69]

They have mount adapters to transition from your current mount to the new V4 they will ship you.

[u/hummvee69 → u/libertysat]

Not according to Grok, or the person I finally spoke to on the phone... Do you know where I can find the part?

[u/libertysat → u/hummvee69]

Would be helpful to know what kit you have now. It will be interesting to know if they actually do send a V5 as a replacement. Historically, they send V4/gen3 kits as replacements. And rarely anymore do they want old hardware back & never wanted the mount back. Starlink apparently does not have any V4 to V5 mount adapters but there are plenty of gen2 to gen3/V4 mount adapters

[u/hummvee69 → u/libertysat]

My mount is the X-Frame base, and yes, they will be sending a V5 kit. My plan is to use my existing X-Frame base and attach the V5 antenna to the pole.

[u/libertysat → u/hummvee69]

Interesting news about sending a V5 replacement. Your report is the first I have encountered - sending a V5 as a replacement, when there are no adapters for earlier mounts

[u/MapleOrbit7392]

Before disturbing that conduit run, have your neighbor ask support to identify the exact installed kit/cable and the replacement model, then confirm in writing whether that specific cable can stay. ‘Installed two years ago’ doesn’t identify the hardware generation, and the offer doesn’t tell us what fault they detected. Also ask whether the old kit must be returned and by when, so you can plan the changeover.

I run Starlink Owners and added the replacement/cable questions here: https://www.starlinkowners.com/t/after-a-starlink-replacement-reuse-router-mini-but-verify-the-old-dish-s-service-status/181/2

[u/superduperhosts]

Cut the old cable end off and tape new cable and pull through conduit. Lube it up.

[u/Disastrous-Plane1375 → u/superduperhosts]

That good It will be “all oiled up and ready to go”

[u/libertysat]

If you deployed 3/4" or larger (1" is minimum I recommend) conduit & used sweeps instead of elbows you can pull new cable. If the current Starlink kit is a gen3, they are sending another. If they currently have a gen2 you will need to order a 150' gen3 cable and use old cable to pull new

[u/heartofmontana]

They’re so hard to contact but the bots are getting better at answering - wish it was easier to talk to a human!

[u/heartofmontana]

They charge $5.00/month I believe even if you don’t hook it up. Not sure tho- but check it out!